Russ Darrow Group, Inc.

When a customer trades in a vehicle and we transfer it to the auction, it is still titled in the owners name.  Dealerships do not and cannot transfer the trade vehicles into the dealership's name.  Once it is sold at the auction, the purchaser is to title the vehicle in the new owners name...

once it is sold.  If that did not happen, you would have to work with the auction to provide you the details of who the vehicle was sold to.  That information is then passed to the respective city in which there were tickets and they would transfer the tickets off of your name.  You will also have to provide your purchase contract from Russ Darrow showing that you sold the vehicle and are no longer the legal owner.  As for the vehicle that you purchased, we cannot do anything about that loan since we are not the bank.  You could trade that vehicle in and buy something new in order to be rid of that vehicle.[redacted], Corporate Paralegal

I have reviewed your complaint and respond as follows:  All of the extended warranties through Zurich have a free look period.  As such, I will request cancellation of the Zurich extended service contract effective today's date.  The refund of the purchase price will be sent to your...

lender to offset the balance on your loan.Thank you,[redacted]

I'm sorry that you feel the tires that are put on by the manufacturer are not up to par, however, the tires are a mid grade all weather with a large (85k) tread warranty.  We can offer to you a few different options to purchase, however, the tread warranties will be less than what you currently...

have.  For a mid grade all weather tire with a 50k tread warranty, it will run you about $450 plus tax.  For a mid/high grade winter tire with no tread warranty, this will run you about $515 plus tax.  If you do not feel these are good options, your only recourse is to call Kia Consumer Affairs directly as this is a design "flaw" of the vehicle, and they would be the only entity that would be able to potentially assist you.
Please let me know if you would like to set up an appointment to take advantage of one of the offers I relayed above.
[redacted]

While I am not downplaying the significance of what happened pertaining to the intercompany form and your signature, I am stating that the reasons you brought the vehicle in and what the deductible was for has no impact on anything that may have happened with employees of the Russ Darrow Group.  The contractual relationship with your insurance company requires you to pay the $500 deductible.  I will not waive or refund any part of this due to the "extenuating circumstances".  The form which displayed your signature is an intercompany form that does not get provided to anybody and does not leave your service file.  While I understand your frustrations, the scratch that was realized was old and had dirt and debris in the line.  As a courtesy to you, we fixed this free of charge and installed additional items on your vehicle free of charge.  The fraud was handled according to Russ Darrow protocol and no additional compensation will be extended to you.  We all value our "signature" no matter what type of employment we are in, however, you are looking for something that does not fit the circumstance.  If there are quality issues with the work that we performed through your insurance company, we will gladly review and potentially rectify those concerns.[redacted], Corporate Paralegal

I'm sorry that we are not able to trade you out of the vehicle without further compensation for a down payment.  In Wisconsin all vehicles are purchased as is with no implied or stated warranty.  We cannot guarantee that that the vehicle you or anybody purchases will be free of service issues.  This is why we sell warranties.  However, based on the year and mileage of the vehicle, only certain warranties are available.  The documentation would have been given to you before you purchased the vehicle and or warranty for you to review.  [redacted], Corporate Paralegal

I am sorry you had a negative experience at a Russ Darrow location.  This matter was brought to the attention of the [redacted] who oversees all dealerships management staff.Thank you for your insight.[redacted]

I am sorry that you feel that way.  It is our intention on have 100% satisfaction rate, however, sometimes we fall short.  I will be sending you a letter in the mail as a goodwill offer.I hope you feel this is appropriate given that not all used vehicles come with a second key.Thank you again for the feedback.[redacted]

I am sorry that you encountered issues shortly after purchasing the vehicle from the Russ Darrow Nissan location.   Used vehicles normally come with one key unless the previous owner trades the vehicle in with two.  We do not incur the cost to provide an additional key on a used vehicle.  However, I apologize that nobody from the dealership called you to give you advice on where to purchase a second key.  As for the recalls open on the vehicle, at the time of the safety inspection, we notate if there are any open recalls that we have not fixed or taken to the manufacturer of the vehicle, however, those services would be taken care of with no charge to you upon presentment.  A safety inspection was performed on the vehicle and there were no issues present at the time of inspection with the front fog light, license plate lamp, windshield wipers or link bushing.  If there was a factory warranty left on the vehicle, the local Hyundai dealership should have been able to cover the link bushing.  As for the lights, lamps and wipers, if this was cause for concern prior to delivery the customer would have had to bring this to the managers attention before taking delivery.  We do not perform a walk around of the vehicle to make sure the vehicle is in working order for delivery.  The customer has the right to a third party inspection that potentially would have caught these issues.  With the questions pertaining to the service contract that you purchased, no upgraded service contract would cover any of these issues, except maybe the bushing link.  If you wish to cancel the warranty at any time, I can assist you with that.  However, we will be unable to provide you with any type of upgrade for no additional cost.[redacted], Corporate Paralegal

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.[redacted] admitted to everything outlined in my complaint and Russ Darrow has offered and came through with allowing me to return the car.   
Regards,
 
[redacted]

You came into the dealership and signed a credit application giving us the authority to run your credit and try to find financing for you on a vehicle.  This is all part of the process.  As such I will be unable to remove any inquiries from your credit report.[redacted], Corporate...

Paralegal

I will be unable to provide any relief for your situation.  I understand that is not something that you want to hear, but the reality is we disclosed the vehicle within the law of the State of Wisconsin.  [redacted], Corporate Paralegal

It is my understanding that this matter was resolved by us taking the vehicle back and returning her down payment in full.[redacted], Corporate Paralegal

I apologize on behalf of the dealership employees if there was anything that was said to you in relation to your credit history, which we should have been aware of beforehand.  We do work with many banks that deal in subprime credit and we do have great relationships with those banks or lending...

institutions.  Most of the time we are able to accommodate such credit, however, it is completely dependent on the whole package coming together.Again, I'm sorry for the bad experience that you endured.  If there is something that I can personally assist you with in the future, please do not hesitate to contact me directly.Nicole M. [redacted]Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1. In a previous complaint about Russ Darrow - one of the things I brought up besides the missing air conditioning was the amount of pressure and coercion I was subjected to regarding a loan for me - this loan that the salesmen pressured me on was *sure to get a lower interest rate*. I even had to go through it twice at two different dealers - RD Honda and RD Toyota. I was extremely angry at the *amount of time wasted* on the sales pitch for the using their loan services, not only because they kept pestering me until I finally relented and unless I relented they did not show me cars, until I talked loans with them. I have to say I was right they were not able to get me a better rate. Something I said to them over and over again. I might as well have been talking to deaf people. 2. Once we finally got past the business of financing the car I wanted to purchase, then I was subjected to relentless pressure about signing up for the warranty package that I am now complaining about. Again, over and over - I kept saying no thanks, but different people came out to talk to me, as if I were too stupid to understand how important this was. I kept saying no. When I sat down to sign all the paperwork - the business office employee - asked me why I didn't take the warranty. I said because I bought a Toyota and I don't expect it to start breaking down until it gets to 200,000 miles. My own testimony to how good the Toyota's run - was simply not good enough. I had to be subjected to another sales pitch from business guy. I'll give him credit - he was a lot smoother than the others. I feel like at this point - I have two choices. I can either lose my temper and say, FOR GODSsake, DROP IT ALREADY? or I can sign up for the warranty because it was obvious he wasn't going to let me sign anymore paperwork and leave there until I agreed. It was getting dark out and I had started mid-morning on this purchase. Ironically, I knew which car I wanted all along but had to go through hoops of sales pitches to buy *that* car. I signed the paperwork for the warranty - I was near tears - I just wanted to go home with my car. The only thing this guy told me specifically about the warranty was that it covered EVERYTHING. I was never shown the details of the deal - he did not have me sign off on anything saying I understand I will have to keep paying for this even if the warranty expires before the payments. What kind of warranty takes longer to pay off than the actual coverage??? I resent being taken advantage of because I'm polite. I'm sure many customer's feel the same way. I know this is yet another type of predatory lending technique - the technique depends upon the customer not losing their temper. Because if the customer lost their temper - well then, "we were only trying to help" - and it becomes an embarrassment to the customer and uncomfortable hard feelings the rest of the deal. 3. I can see how a customer might take advantage of the warranty by only paying for it until the car is no longer qualified for the warranty. To cancel at that point would be, well, unethical. However, the circumstances under which I "purchased" the warranty were unethical. If need be - I will take this to court and show that it was not explained to me at all or at least properly that if I totaled my car - I would still have to keep paying for the warranty because I may or may not have gone over the set criteria for the warranty. 4. Cancel my warranty - and refund me the NOW 150.00 that you have taken unauthorized from my bank account. The mileage is: 65506.  Please contact  [redacted]5. I want to make this perfectly clear - I don't care if the miles have exceeded the warranty coverage. I cancelled the warranty because I no longer have the car - it's totaled. I never used the warranty. You got more than enough money out of me, with the worthless overpriced upgrades, and the time I will never get back because I had to spend an entire day - listening to unethical people tell me they know better than I do - how I should buy a car.  [redacted]

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in refedrence to complaint ID [redacted], and find that this to be closed. However this does not negate the fact that the dealership that I originally went to was totally unprofessional and the GM of that store should NEVER work with consumers. However the management staff of the store located 7676 N 76th St, Milwaukee, WI was professional, apologetic, and very receptive to closing my purchase with me. I was very pleased with the sales person and the finance manager at the North 76th store they were courteous and professional all the way through the close out of my sale.  
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I had phone conversation with  customer care contact person. Business has processed the refund in june 2016 and the refund check has gone to finance lender who has en-cashed it. Refund amount is reflected in my loan account.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They never ever gave us the option to take the car to a third party for an inspection. And yes, my friend does work with the same WI Buyer's Guide, and she specifically told me otherwise, as well as two others who work in car sales. I have had nothing but issues with this company, and they refused to even instruct us on what we could do to resolve the issue. We didn't even get the 5 free oil change coupons in the mail that I paid 60 dollars for. I do not understand how a big named dealership is okay with selling honest people a car that they can't even drive, which has repairs that is almost as much as the price of the entire car. Repairs that the mechanic at Toyota claimed that would make the car unable to be sold at their lot. I guarantee that if your mechanic had done a thorough inspection of the vehicle instead of just patching something up and clearing the codes, he would have caught the failed catalytic converter as well as the extremely poor engine, and the car would have not been sold in the first place. 
Regards,
[redacted]

I have reviewed the complaint and respond as follows:This matter has been taken care of with the customers directly with all applicable releases signed by all parties.[redacted]

I have reviewed your complaint and all requisite service history with the service manger and have come to the conclusion that the issues that you are experiencing with the vehicle are normal maintenance issues that can arise at any time with no indication of a pre-existing problem.  Prior to...

you purchasing the vehicle, it went through a safety inspection and we fixed, repaired or did the following: oil change, serpentine belt was put back on, replace air filter element and filter, electronic wheel balance, reattach rear window weather stripping and installed wiper blades.  You then purchased the vehicle on or about January 30, 2015.  Your first issue did not present until March 20, 2015, almost 2 full months and approximately 1500 miles after purchase.  If this would have been an issue prior to sale, you would have recognized it immediately upon driving the vehicle and or filling the vehicles gas tank.I am sorry that you experienced an issue within a small window of time of purchasing the vehicle, however, all vehicles are sold without an implied or stated warranty.  I understand that you purchased a warranty, however, depending on the warranty purchased, it may or may not be a covered part.Nicole P[redacted]

I'm sorry that you feel we are not taking care of your concerns properly.  However, Russ Darrow is an long standing Dealer Group who takes care of their customers and does things the right way.  The customers must take equal amount of time and energy picking out the vehicle that they will be signing a contract for.  Vehicles are sold as is with no implied or stated warranty.  There are certain characteristics of the vehicle that must be disclosed on the safety inspection.  The rust issues are not structural and therefore not a disclosure issue.  As for the electrical issue, this was not brought up at the time of sale or in the initial conversations with the dealership staff or [redacted] after the purchase.  This was brought up at a later date.  However, for this conversation it is a moot issue as you have already fixed it.  The original offer by [redacted] is still available.  That is, Russ Darrow will agree to split the difference with you on the roof and fender.  These are cosmetic in nature and do not pose any sort of safety risk.  This issue has gone on long enough, so if you would like to take us up on the 50% discount, please let me know by the end of day on May 19th otherwise we will be closing this matter.Also, thank you for providing your thoughts on how our management personnel should do business, I will pass the information on.[redacted], Corporate Paralegal